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Bevatel

SMS Technical Support

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Role Purpose:<\/span><\/b>
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The SMS Support & Onboarding Operations Specialist is responsible for providing first\-line
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technical support to clients, ensuring timely incident handling, effective communication,
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and smooth onboarding of new customers. The role acts as a key interface between clients,
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internal operations teams, and external vendors to maintain service continuity, SLA
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compliance, and high customer satisfaction within Bevatel messaging platform.
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Core Responsibilities:<\/span><\/b>
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  • Provide L1 SMS technical support to clients and handle incoming tickets
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  • Monitor ticket queues and ensure SLA compliance and timely resolution
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  • Communicate incidents, outages, service degradation, and impact to clients
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  • Coordinate with clients during service issues and ongoing incidents
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  • Escalate technical and quality issues to Operations and Routing & Quality teams
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  • Perform basic troubleshooting related to delivery reports, blocking, and delays
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  • Manage new client technical onboarding, including technical setup, API configuration, and IP whitelisting
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  • Perform operational account management activities
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  • Ensure service continuity and SLA adherence
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  • Coordinate issue resolution with vendors and operators
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  • Manage content and Sender ID approval processes
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  • Prepare daily operational and incident reports
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  • Monitor client traffic at the operational level<\/span><\/span>
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    Requirements<\/h3>
    Education & Experience<\/span><\/span><\/b>
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    • Bachelor\u2019s degree<\/span>
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    • Minimum 2\u20133 years of experience in SMS technical support, onboarding, or messaging operations
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    • Experience working with messaging platforms, APIs, and client integrations is preferred<\/span><\/span>
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    • Previous experience operating within the KSA <\/b>market is highly preferred.<\/span><\/span><\/span>
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      Skills & Competencies<\/span><\/b><\/span><\/span>
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      • Strong communication skills in English<\/span>
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      • Good understanding of SMS delivery flow and messaging operations<\/span>
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      • Ability to analyze basic delivery issues (DLRs, blocking, delays)<\/span>
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      • Strong organizational and time\-management skills<\/span>
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      • Ability to work under pressure and handle multiple tickets simultaneously<\/span>
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      • Customer\-focused mindset with strong coordination skills<\/span>
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      • Team player with a proactive and accountable attitude<\/span><\/span>
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